Forecasting & Analysis Modules

Incorporate all relevant data, using statistical and expert methods to produce the best possible predictions. Further your knowledge about what performs best for your problems. They will be scheduled through the year and you can submit your interest at any point. 

Free Webinar: The Agents' Voice - hear what they have to say

Hosted on 22nd October 2020

Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

Free Webinar: Rethinking Operations Sponsored by Verint

Hosted on 15th October 2020

Rethinking Operations – why NOW is the time to build on your foundations

All customer operations have had to deal with significant challenges in 2020. Whilst as an industry we have responded well to the global situation, many organisations are still making do with inefficient processes, gaps in data and the disruptive consequences for people management.

This will become unsustainable as we move forward into 2021. Join this webinar to discuss and discover:

 - How becoming more proactive now can help create flexibility and success in the future
 - The real, key lessons from 2020 and how can we use this learning to build momentum for 2021 and beyond
 - What new skills are needed to ensure operational management practices engage our employees and empower our leaders

This must attend webinar, will cover best practices across the industry - as well as what to avoid.
 

Introduction To Real-time

Hosted on 28th July by Alison Conaghan

This module provides an introductory understanding of:
- the fundamental inputs and outputs of Real-Time processes.
- the role of Real-Time Planning within the planning cycle 
- the characteristics of best in class Real-Time teams as evidenced through The Forum's standards benchmarking programme
 

Driving Strategy through Real Time

Hosted on 16th July 2020 by Phil Anderson

Daily Real Time tasks work best when they are fully aligned to overarching business goals and objectives.  If they are not, the result in wasted effort and add no value.
 - Learn how to identify the strategy of your business
 - Understand the language of engagement and the benefit of strategic communication
 - See how volatile businesses use Playbooks to their advantage

The Planning Wheel (Shrinkage)

Hosted on 6th July 2020 by David Preece

In this module, you will be introduced to our Planning Wheel, a device for illustrating how 100% of the time spent in your centre is being used.

  • Learn the critical factors of shrinkage management and the pitfalls to avoid
  • Discover the importance of forecasting human behaviour and shrinkage and how you can influence shrinkage through your work
  • Complete an exercise based on your own business to help you to understand the Planning Wheel

Tiered Shrinkage

Hosted on 6th July 2020 by David Preece

Introduction into shrinkage calculations, tiered shrinkage, historical tracking.  Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements

  • What is included in shrinkage?
  • The importance of calculating shrinkage correctly.
  • Which method should you use for planning, budgeting.

Planning & Tracking Shrinkage Exercise

Hosted on 6th July 2020 by David Preece

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:

  • How to ensure that you are able to track your shrinkage data across all time horizons: annual, Monthly, Weekly, Daily
  • The benefits of shrinkage categorisation when it comes to successful tracking
  • How the inter-connectedness of Shrinkage categories makes effectively managing shrinkage challenging

Planning & Tracking Shrinkage

Hosted on 6th July 2020 by David Preece

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:

  • How to ensure that you are able to track your shrinkage data across all time horizons: annual, Monthly, Weekly, Daily
  • The benefits of shrinkage categorisation when it comes to successful tracking
  • How the inter-connectedness of Shrinkage categories makes effectively managing shrinkage challenging

Benchmarking Shrinkage

Hosted on 6th July 2020 By David Preece

Benchmarking is important in understanding best practice, comparing ourselves with our competitors and becoming the best, but there are many pitfalls to avoid. In this module;

  • Learn different research and benchmarking methods that are available for you to use
  • Find out about the best types of questions that you can ask to assist your benchmarking
  • Get a plan for external benchmarking amongst your peers

Introduction to Shrinkage

Hosted on 6th July 2020 by David Preece

Discover what shrinkage is and the correct way to calculate basic shrinkage and tiered (or primary and secondary shrinkage). In this module, you will;

  • Understand the problems caused by incorrectly calculating shrinkage
  • Learn about when it is best to use budget shrinkage targets and when using recent historical data will be to your advantage.
  • See the value of managing shrinkage and the return on investment that it can bring to your business.

Volatility and Flex in Real Time

Hosted on 11th June 2020 by David Preece

Develop a deeper understanding of your supply and demand intraday profiles to understand how much flexibility you have and need.
 - Understand how to measure the variability of intraday profiles
 - Learn how to create triggers for action to flex your staff
 - Improve your operational readiness to become more effective

Predictability of Events

Hosted on 9th June 2020 by Alison Conaghan

A chance to practice assessing the predictability of events through a classic exercise from The Forum to help you hone your skills in forecasting ad hoc events.

Intro to The Planning Cycle

Hosted on 8th June 2020 by David Preece

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs
 - Play a part in driving continuous improvement and become the nerve-centre of the business

Threshold & Contingencies

Hosted on 29th May 2020 by David Preece

Drive decisions and continuous improvement by building effectives RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.
 - Learn how to set appropriate thresholds for in-day reporting
 - Understand different ways of engaging the operation
 - Create a learning mechanism to drive continuous improvement

Shrinkage Calculations

Hosted on 21st May 2020 by David Preece

Introduction into shrinkage calculations, tiered shrinkage, historical tracking.  Understand the importance of calculating shrinkages so they are optimised for your operation the key differences and impact on your resource requirements
 - What is included in shrinkage?
 - The importance of calculating shrinkage correctly.
 - Which method should you use for planning, budgeting.

Conformance & Adherence Value & Management Methods

Hosted on 28th April 2020 by David Preece

Measuring and managing adherence and conformance effectively is critical, however this is often mis-understood and can drive the wrong behaviour.  This module takes a close look at both measures, how they should becalculated and classic mistakes. Learning outcomes include:
 - Understand how to calculate and report adherence and conformance
 - Define new measures which drive the right behaviour
 - Learn the pit falls to avoid and how to improve performance

The Strategy Pyramid

Hosted on 28th April 2020 by Ian Robertson

Before setting targets and goals it is important that these are aligned to strategies that support your organisational goals. In this module;
 - Understand your organisational goals
 - See how to balance your strategies
 - Learn how to align the right metrics and targets to your strategies

Building and optimising Real-time RAG Models

Hosted on 10th March 2020 by David Preece

Drive decisions and continuous improvement by building effective RAG status trigger for actions, which engage the operation and improve performance. This module follows the “Using RAG models to take action”.

- Learn how to set appropriate thresholds for in-day reporting
- Understand different ways of engaging the operation
- Create a learning mechanism to drive continuous improvement

Using RAG Models to Take Action

Hosted on 5th July 2019 By Phil Anderson

Understanding how to create effective thresholds to really drive improvement through easy to understanding Red, Amber and Green status.  This module will explore classic mistakes and top tips to improve how you communicate numbers:
 - The purpose of Red, Amber and Green status
 - Mistakes to avoid
 - Top tips, new techniques and tried and tested examples

Shrinkage: Tracking, Managing and Optimising

Hosted on 14th June 2019 By Leigh McIlwaine

Deeper dive into shrinkage, historical tracking, forecasting and incorporating in long and short term planning. Understand the importance of tracking and managing your shrinkages so they are optimised for your staff. Learning outcomes include:
 - What is included in shrinkage?
 - The importance of standardised tracking
 - How do you categorise to monitor and report?
 - Which numbers should you use for planning?
 - Why you should spend as much time forecasting Shrinkage as work volumes

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About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2020
30th Nov to 10th Dec
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2020
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

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